ICT Service Agreements

A failure in your network can cost your business money and possibly compromise your reputation and the confidence held with your customers and staff.

Hardware and software failure is just one area for consideration when looking at the level of support and back-up that your infrastructure requires. Other areas for consideration are: theft, physical damage, security breaches and systems failures.

Criterion ICTS provides a range of professional support services for voice and data infrastructures to give you the peace of mind that you have policies and service level agreements in place for an efficient and timely resolution, should anything go wrong.

Because our customers have different needs, we offer five different standard support options.

Offers you all the services provided in Bronze and Silver Levels.
Provides you with contact numbers to contact our support personnel at any time of day to have your issues addressed immediately.

Silver - Standard Maintenance plus Business Support Hours*

Security – anti-virus, adware, spyware

Offers you all the services provided in Bronze Level.
Allows you to call us with product-related questions during business hours (9 - 5).
Provides you with action request resolution timeframe commitments.

Bronze - Standard Maintenance*

Security – anti-virus, adware, spyware

Entitles you to new product releases, patch releases, and documentation
Allows you to submit enhancement requests and problems into our request tracking system

Voucher - Pay as you go

The charges for Criterion ICTS on-site maintenance are based on 5, 10, 20 and 50-hour agreements for a period of 12 months or until the package time has been used, whichever is the sooner.

Clients pre pay for a package that entitles them to a number of hours of technical support time.

This time can be offset against telephone support, email support, upgrade support and on-site support.

A statement will be issued each month indicating the number of hours left in the package. When the number of hours has expired a further package can be purchased for a further 12 months.

Ad-Hoc - For support without ties. Pay as and when required.

For emergencies and the less critical systems when formal cover may not be required we will help out on an ad-hoc basis at a reasonable hourly charge.

* Customer have the option to add items of support listed. These will be treated as extras and will be charged accordingly.

Benefits of Choosing Criterion ICTS as your IT Support Provider

Hardware and software updates.

Reduced downtime.

Guaranteed response time.

Remote support management.

Cost control.

Criterion ICTS's investment in skills and equipment.

Resolution and fix by certified systems engineers.

Compensation of skill gaps.

Knowledge transfer opportunity.

To discuss our support plans in more detail or to obtain a quotation for a customised support plan, please contact sales